Address Jabal Omar Makkah Hotel

Getting around was harder than I expected. Even with the shuttle, there was still about a 12-13 minute walk to Masjid al-Haram, which may be difficult for elderly guests. The Sky Mosallas were consistently overcrowded, and the lifts were often full, so waits were long. There are also very few nearby restaurant options for anyone who prefers eating outside the hotel. The rooms were clean and comfortable, and the hotel is modern. But customer service was disappointing: calls went unanswered on several occasions, and follow-ups weren’t handled professionally. English breakfast tea also came at an extra charge, though hotels of similar standard often include basic items. The food was overpriced for its quality. For this price, I’d suggest weighing other options carefully. Hotels in the Clock Tower area may offer more direct access and convenience. The value here didn’t justify what I paid.

Adnan at the concierge made a real difference for us. He helped me find a trustworthy, reasonably priced taxi driver around Makkah, translated what another driver was saying in Arabic, and explained his intentions so I could decide which option suited me. At checkout, he kindly helped load our luggage into the vehicle. He treated us like friends, and I hope the hotel recognizes his excellent service. We had an excellent stay with family. The room was spacious, clean, and felt luxurious for the relatively low price. The view from the 16th floor reached all the way to the Haram, and the view from the sky prayer room was phenomenal. We never prayed there since the Haram was right in front of us. The hotel is on top of a hill, but still quite close to the Masjid, about a 10-minute walk from the room to its doorstep. Breakfast options were quite good. Staff told me the chicken was sourced locally, which reassured me given the issues known with imported chicken. Staff in general were nice and helpful.

We booked two rooms for seven nights, but the experience was very disappointing, and the price didn’t match the service. Our rooms weren’t ready until 7:00 PM, which was unacceptable after a long journey. At the restaurant, both Suhoor and Iftar were disappointing: food was often cold, several dishes were empty, and it took a long time for staff to refill them or help. The front desk staff need significant training in guest service. I asked to speak with the reception supervisor, but nobody responded. I’m still waiting for the invoice despite requesting it. I expected better from a hotel carrying the “Address” brand. I’ve stayed in better Makkah hotels at more reasonable prices. I chose this one expecting the level of service found at Address hotels in Dubai, but that wasn’t my experience. Very disappointing.

We paid in full in advance and arrived at 12:30pm. They found us a room around 1:30pm, which seemed acceptable given how busy the hotel was, but it smelled as if someone had just been smoking heavily. My only special request was a strictly non-smoking room. I asked reception for another room at 2pm, and they told us to go perform Umrah and assured us it would be sorted by then. At 5:30pm, there was still no room ready. We eventually missed Iftar, and our luggage didn’t arrive until about 7:20pm after Maghreb prayer. Horrendous. Reception was severely understaffed. Check-in took at least 30 minutes per guest, leaving the lobby crowded, while some desks were closed and unattended. Staff seemed overwhelmed and untrained for the expected Ramadan traffic, even though most guests were very patient. Whenever we had an issue, we had to stand in long lines just to complain or ask for help. It was impossible to speak to anyone by phone or stay in touch after check-in. The Club Lounge was the worst value-for-money food experience I’ve had: no selection and even worse quality. One day I had to force myself to eat because I didn’t want to be hungry while fasting the next day. Staff kept saying “it's a busy season” to excuse complaints. That’s unacceptable for one of the most expensive hotels in Makkah and one of the world’s most reputable hospitality brands. Ramadan is busy, but hotels also charge a hefty premium that month, and you expect high standards of service. I felt as if I were staying there for free. Never again.